AAA Customer Service Support Rep. Salary in the United States

We call our club's vision, mission, values, and supporting pillars "Our House" because they are the foundation for all that we do.  We're working to transform AAA for the next century with a mission to create Members for life by unleashing the innovative spirit of our Team Members.

AAA acquired SAFE Security, the 11th largest smart home security company in the United States, in November 2018 with the vision to become the most trusted smart home security provider in America. With your help, we aspire to provide the same peace of mind at home as we have provided on the roads for the last 100 years.

The Customer Service Support works on the Smart Business Team, providing courteous and professional assistance in responding to customer requests for AAA Smart Business services from a high volume call center. Work performed under direct supervision while learning the unit’s assignments. After gaining experience, specialist is competent in call receiving and Specialist’s work is checked periodically.

RESPONSIBILITIES/JOB DUTIES:
• Operate automatic call distribution (ACD) telephone set and PC Windows-based applications, to accurately receive record and respond to Members’ requests.
• Properly answer and accurately process incoming telephone calls regarding service and other related areas, while demonstrating a pleasant and professional telephone manner.
• Make sound decisions concerning the prioritization of service (e.g., safety concern, extreme hardship to Member)
• Identify situations that require special handling and coordinate with appropriate unit as necessary
• Accurately enter information, comments and complaints regarding Members’ needs, including any special service considerations, in the system application. Forward complaint information to appropriate support for follow-up
• Process credit card and member billing transaction via available applications
• Deliver extraordinary customer service to Members, using sound business judgment, by accurately answering questions, applying and interpreting department policy and effectively utilizing department references and resources
• Handle call backs from customers requesting status of service
• Suggest cross-selling opportunities that will enhance Member's experience; promote related programs as required by the Member’s individual situation
• Basic mathematical, typing (35 wpm minimum), computer (basic usage and functions) and data entry skills
• Basic computer, relevant applications (e.g., GSuite, Microsoft Word, Outlook, etc.), and telephone skills
• General awareness of AAA products, and location of business offices within service area
• Passion for customer service
• Geographic knowledge of footprint
• Ability to navigate through navigation system (Google Maps)
• Ability to work overtime and/or holidays as necessitated by business and/or weather conditions.
• Strong interpersonal and customer service skills (e.g., professional, tactful, etc.)
• Ability to identify customer needs and recommend solutions
• Ability to work efficiently both independently and as part of a team

• Job Stability - Career Advancement & Training

• Great Benefits - Medical/Dental/Vision

• Retirement - 401k matching up to 4%

• Work/Life Balance - PTO 3 Weeks + 9 paid holidays

EDUCATION, KNOWLEDGE, SKILLS,COMPETENCIES, CERTIFICATIONS/LICENSES
● 1 – 2 years prior customer service experience, retail or banking (preferred).
● Call center experience (preferred).
● High School Diploma or GED (required).
● College or AA degree (preferred).
● Bilingual in Spanish a plus (optional).

#SAFE